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I have helpdesk setup in version 11 and it works great.
I would rather have emails come FROM (and have Customers REPLY) to the same email address that I have for creating tickets in the first place.
This way, even though I have different people responding and working on tickets, the replies to Customers will always come from the same address (which I can have them whitelist in advance).
How would this be possible?
You can create an Automated Action that catches the emails just before they are sent and changes the address, just for helpdesk tickets:
if record.model == 'helpdesk.ticket':
record['email_from'] = 'helpdesk@odoo.com'
record['reply_to'] = 'helpdesk@odoo.com'
In Odoo 13.0 (did not check other versions) you have to link the action to the Message object and adapt the code as well:
log("Action called for %d records" % len(records))
for mail in records:
log("action called for model %s" % mail.model)
if mail.model != "sale.order":
continue
mail.write({
"email_from": "demo_sales@therp.nl",
"reply_to": "demo_sales@therp.nl",
})
like
odoo 16 here thank you very much works perfectly
@Ray how can I achieve this in V17 ent ?
Hey, that's a really good solution :) What if you have several "helpdesk teams"? For example, I have a team for support. Then I want the mail to go out from support@odoo.com.
And then I have another team for Customer Care - I would like the mail to go out as customercare@odoo.com.
Could you possibly help me with this?
Hi, sorry to hijack the thread but i have a similiar problem with Survey module.
The email_from get correctly changed by the action, but the reply_to no, it remain the address of my odoo user. Any hint?
I've adjuster the code to be:
if record.model == 'survey.survey':
record['email_from'] = 'info@odoo.com'
record['reply_to'] = 'info@odoo.com'
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Thanks, helped.
Thank you for your tip. Worked like a charm.